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Narrow Your Focus to Seek Excellence - 4/1/25


You’ve probably heard companies use phrases such as: “We want to go from being good to great.”  Maybe they’ve said: “We strive for perfection, and although we’ll never reach perfection, maybe we can achieve excellence along the way.” These organizations find some kind of a catch phrase or slogan, but Read more

Avoid the Unfriendly Ghost - 3/25/25


Last week we talked about the qualities of “PERKI Customer Service,” essentially what attitudes and actions are characteristics of those who provide great customer service.  This week, let’s take the opposite approach.  What are some of the mistakes that people make?  Maybe these are mistakes of omission or commission; Read more

PERKI Customer Service - 3/18/25


After having worked on hundreds of projects over the years with thousands of thousands of individuals, some things become pretty clear. There are certain traits held by people who are great in customer service.  Look at this list, and do a self-assessment.  Which apply to you? Positive and Patient Do you Read more

It Helps to Downshift - 3/11/25


One of the first tips I heard when I was learning how to drive related to what to do when the brakes fail - downshift.  Shifting into a lower gear can slow down a moving vehicle.  I would explain this in technical terms to you, but considering I’m not Read more

Patience is… - 3/4/25


Patience is a…pain in the neck.  Why is it so hard to be patient?  Those of us who work in customer service know that we constantly have to show patience with our customers.  We’re ready to move to the next step or the solution because we’ve heard this issue Read more

Everybody Doesn’t - 2/25/25


Joey received the compliment, but he was confused.  Paula, his boss, and Joey had their monthly one-on-one meeting, and Paula noted that, although he was new, Joey was already doing a great job!  While there were learning curves on some of the organizational policies and the technology that he Read more

A Simple Phrase to Transform Your Customer Feedback Approach - 2/18/25


I went to a restaurant called Big Ed’s (no relation) in Raleigh, NC recently.  It’s basically country cooking with fantastic breakfast options!  On the menu there was a quote that said: If you enjoyed your meal, tell a friend.  If not, please tell us. That was an excellent statement that embodies Read more

What Phones and Football Have in Common - 2/11/25


Congratulations!  You made it through weeks/months of hype for football’s Super Bowl!  You made it through hundreds of pregame shows and podcasts, endless debates on things endlessly inconsequential, 10 hours of pre-game shows on Sunday, what seems like 100 commercials designed specifically for the “Big Game,” and the longest Read more

Create Awareness of Alternatives - 2/4/25


Sandy was hungry, and she was on the move.  Driving between meetings, she saw the restaurant sign and pulled in.  The fast-food restaurant had two drive-thru lanes.  One was for any customer who wanted to place an order on the spot. The other was for mobile orders only.  The Read more

Listen with Your Eyes - 1/28/25


Out of the corner of his eye, Patrick saw the customer enter the lobby.  The customer was carrying a large shoulder bag with several papers in her hand.  The customer was shuffling the papers and looking down; then she stopped, looked up, and saw the staff navigator sitting at Read more

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Stop Punishing Account Reps

Posted on November 23, 2010 in Business Advice, Sports Please leave a comment

I’ve read stories recently of account representatives on professional sports teams being laid off. On one team, it was because the team sold so many seats, they didn’t need sales representatives. On another team, it was because the team performed so poorly on the field, that attendance was down, and the team needed to cut costs – so they let go of fan relations staff.

Our company is very focused on getting clients to deal with the root cause of problems. So let me try to understand this from a root cause perspective. If your product is really exciting, you don’t need sales staff. And if your product is terrible, you don’t need customer service staff. Are those the conclusions I should draw?

Any organization wanting to be GREAT needs to realize that customers form opinions of businesses – any business – based on 3 key attributes: 1) The Employee Attitudes, Skills, and Knowledge. 2) The Processes that the Customers Experience. 3) The Product or Service Itself.

To take out the first (and some portion of the second) of those three key attributes is short-sighted. It says if our product is exciting, we don’t need staff to sell. If our sales are down because of disappointment with the product, we don’t need staff to try to maintain those customer relationships.

When your organization has a new hot product or – conversely – has a bad product, don’t take it out on your sales and service staff.

They’re the ones who interact with your customers. They’re the ones that maintain relationships (and retention) through the tough times. They’re the ones who strive to build relationships when your product is great, so the customer loyalty remains even if the product quality drops.

Make sure you understand the true long-term value of sales and service staff.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/


The NBA Beats the NFL?!

Posted on October 28, 2010 in Business Advice, Sports Please leave a comment

Although the National Football League is often highlighted as the cash cow, the ratings giant, the most popular sport in America, in reality in can’t hold a candle to the National Basketball Association…on Twitter.

In the article “For the Knicks on Twitter, It’s Already Post Season” (http://www.nytimes.com/2010/10/24/sports/basketball/24knicks.html?src=twrhp), the author notes how the NBA’s followers on Twitter (2.1 million) are the most of any American sports league.

So what does Twitter offer that fans want? Humanity.

These are not just athletes making millions of dollars, people who are too tall or too strong or too athletic for us to relate to on a personal level; when they tweet, they become normal – talking about religion, cooking, family, injuries, excitement, books, and travels. They become…human.

You’re not talking with them; they’re talking AT you, but what they say gives you an inside into their minds and hearts.

Teams acquire fans initially just like businesses acquire customers initially – with marketing, hype, ads, and flash.
But what develops loyalty from and retention of fans and customers alike is often relationship-based.

Make your product (even if it’s an NBA team), your service, your organization, and your people more human to the customer.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

Check out our new customer service book at http://www.amigreatat.com/


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